TS Controller – IT Service Automation & Management

Job title

TS Controller - IT Service Automation & Management

Ref #

227663

Location

Qatar - Doha

Job family

Corporate & Commercial

• Closing date: 28-Oct-2025
  
  

About Your Job:

As a TS Controller within the End User Services (EUS) team, you will lead the enhancement and optimization of the ServiceMAX service management platform, focusing on driving adoption, implementing improvements, and ensuring compliance with audit and governance standards.

You will collaborate across the Qatar Airways Group, including its subsidiaries, leveraging your telecom domain expertise to automate service order processes (GSM, landline, etc.) and manage web domain services effectively.

This role demands a strategic thinker with strong technical capabilities and a commitment to service excellence. You will be responsible for delivering seamless IT services, refining operational support procedures, and enhancing user experience through automation and continuous service improvement.

Key Responsibilities:

• Lead post-implementation enhancements and continuous improvement of ServiceMAX in alignment with business and compliance requirements.
• Administer and optimize ServiceMAX configurations, customizations, and advanced feature utilization.
• Maintain service records and knowledge articles to support operational efficiency.
• Ensure compliance with internal policies and support audit readiness.
• Collaborate with telecom providers to automate service order workflows (e.g., GSM, landline).
• Streamline support procedures to enhance service delivery and operational performance.
• Drive automation initiatives in accordance with IT security standards.
• Improve employee onboarding and lifecycle processes for seamless service experiences.
• Oversee web domain services and enforce governance across the organization.
• Support service delivery across Qatar Airways Group and subsidiaries.
• Conduct business analysis, gather requirements, design secure solutions, and document specifications.
• Review and enhance services related to server, database, network, cloud, and application access.
• Develop dashboards and reports to monitor performance and identify improvement opportunities.
• Identify recurring issues and recommend process and technology improvements to reduce ticket volume and support interactions
• Analyze trends and recommend process and technology enhancements.
• Collaborate with stakeholders in Agile, Scrum, and CMMI environments.
  
  

Be Part Of An Extraordinary Story:

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

Qualifications

About You:

You Are a Strategic And Results-driven IT Professional With:

• Bachelor’s degree or diploma in Computer Science, Information Technology, or a related discipline.
• At least 6-7 years of experience in IT service delivery within dynamic and diverse environments.
• Minimum 2 years of hands-on experience with the SMAX Request Fulfilment module
• Proven hands-on experience in Service Management Automation X (SMAX), including post-implementation optimization and advanced feature utilization.
• Proficiency in cloud platforms and Microsoft 365 technologies (Active Directory, Exchange, Azure).
• Practical experience in EUS operational support and driving automation enhancements
• Strong domain expertise in telecom services and collaboration with service providers.
• Demonstrated success in leading service improvement and automation initiatives.
• Familiarity with service offerings across Qatar Airways Group and its subsidiaries.
• Experience in managing web domains and maintaining governance of knowledge articles.
• Excellent analytical, communication, and stakeholder engagement skills.
• A leadership mindset with a commitment to integrity and professional excellence.
• Ability to develop and manage dashboards and reports for actionable service insights.
  
  

About Qatar Airways Group:

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

How To Apply:

If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=227663